City Facilities Management Holdings Ltd
Helpdesk Team Leader - Backshift
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Helpdesk Team Leader - Backshift
Helpdesk Team Leader - Backshift Glasgow Head Office | Permanent | 5/7 Days, 2 Week Rotation | £29,214.43 + benefits
START DATE: Wednesday 8th July
About the Role
This is a key position, leading the Customer Service Representatives (CSRs) who act as ambassadors for our business. Team Leaders will effectively lead and manage the Seniors and CSRs, ensuring the highest level of customer care and satisfaction at all times. The role will evolve to oversee a team of approximately 15 colleagues (across Seniors and CSRs), ensuring all service delivery targets are met and exceeded—whenever possible. Team Leaders are an integral part of the management team, adding true value to the business.
Key Accountabilities
Safety
- Ensure all activities comply with Health & Safety policies.
People
- Ensure company policies and practices are followed and delivered consistently.
- Coach, motivate, and optimise team performance through 1:1s and support.
- Conduct yearly appraisals for team leaders and guide their own team appraisals.
- Manage sick calls, updating systems and notifying team members.
- Conduct attendance management (welfare visits, return-to-work interviews) for all Service Desk colleagues.
- Manage recruitment process for new hires:
- Advertise positions
- Review CVs
- Conduct interviews
- Liaise with trainers to schedule inductions
- Handle performance management, including:
- Improvement plans
- Disciplinary investigations, meetings, and conduct reviews
- Schedule holiday requests and planned absence to ensure 24/7 Helpdesk cover.
- Identify training needs for Service Team Leaders and desk colleagues.
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Excellence & Customer Service
- Champion a "think like a retailer" mindset to drive a positive attitude across teams.
- Deliver exceptional customer service standards.
Service Delivery
- Support the Helpdesk Manager in meeting all Helpdesk function targets.
- Spot-check and manage the Mercury job monitors, holding teams accountable.
- Be the primary point of contact for CSR process questions and escalations.
- Step in to cover managerial responsibilities (e.g., during leave or absence).
- Collate and analyse data for field, city teams, and senior management reports.
- Represent the Helpdesk at internal and external meetings.
- Drive and implement procedural improvements, ensuring employees follow protocol.
- Cultivate a highly visible, enthusiastic, and positive presence.
- Have deep understanding of team-leader and CSR roles to assist at all levels.
- Achieve Mercury Superuser proficiency across all system aspects.
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Integrity
- Comply with any reasonable instructions from the Department/CFM Line Manager.
People Responsibilities
The Helpdesk Team Leader will manage Seniors and CSRs to meet key targets, while supporting Helpdesk growth—potentially widening their team as needed.
Knowledge, Skills & Abilities Required
- Minimum qualification: GCSE (Standard Grade equivalent).
- Preferably: NVQ Level 3 (Customer Service/Administration).
- Working knowledge of Helpdesk functions within the Facilities Management industry is advantageous.
- Strong PC literacy, including ability to:
- Extract, collate, and Present Performance Data effectively.
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